Business Improvement Officer – Housing Services

New Gorbals Housing Association Ltd; Glasgow; On-site; GBP 40,000 - 45,000; Full time

Job summary

A community-controlled housing organization in Glasgow is seeking a proactive Business Improvement Officer to enhance housing services. The role involves implementing the Housing Management Information System, developing self-service options for tenants, and collaborating on performance improvement. Ideal candidates will have experience in business improvement, strong analytical skills, and excellent communication abilities. The position offers a salary range of £40,635 to £44,619.

Qualifications

• Experience in business improvement or a similar role.
• Strong understanding of Housing Management Information Systems.
• Exceptional analytical and problem-solving skills.

Responsibilities

• Implement and improve the Housing Management Information System.
• Develop self-service elements for tenants and owners.
• Gather and analyze KPI reporting for performance improvement.

Skills

Business improvement

Change management

Analytical skills

Communication

Interpersonal abilities

Tools

HomeMaster

Job description

Home / Business Improvement Officer – Housing Services

Business Improvement Officer - Housing Services

New Gorbals Housing Association (NGHA) is a dynamic community-controlled organisation. Our offices are based in the heart of the Gorbals, within walking distance of Glasgow City Centre. Owning and managing 2,600 homes for rent and factoring over 1,900 owners homes, we are committed to:

• providing the highest possible quality housing, environment and services to all of our customers, and
• maximising our contribution to the overall regeneration of the Gorbals, addressing wherever possible the needs of those in the community who are disadvantaged.

We are seeking a proactive and motivated Business Improvement Officer to support the delivery our Housing & Factoring Services. You will play a key role in identifying, developing and implementing initiatives that drive organisational efficiency, enhance service quality, and ensure best practice across all this area of the Association.

Main Responsibilities

• Play a principal role in the continued implementation of our Housing Management Information System, HomeMaster, and lead on future improvements of this system.
• Work collaboratively to develop elements of self-service for tenants and owners including our Customer Portal and Online Applications.
• Support the gathering and analysis of KPI reporting and performance improvement
• Design, plan, and facilitate workshops, collaborating with customers, colleagues and other users to understand problems/root causes and create solutions.
• Lead and support change management projects within Housing and Factoring Services.
• Collaborate with teams to implement new systems, processes, and technologies
• Monitor, evaluate and report on the effectiveness of improvement projects.
• Promote a culture of continuous improvement and innovation.
• Support the Housing Services Team throughout implementation to ensure adequate support is provided to embed concepts into operation and day-to-day practice.

About You

• Experience in business improvement, change management, or a similar role.
• Strong understanding of HomeMaster or similar Housing Management Information Systems.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to manage multiple projects and work collaboratively across teams.
• A proactive, adaptable attitude and a genuine commitment to making a positive impact.

If you feel that you are the right candidate, then we would be delighted to hear from you.

For more information on the role and how to apply, please download our Recruitment Pack and Application Form.

Salary: EVH Grade 7, PA22 to PA25 £40,635 to £44,619

Please note the closing date is 5 p.m. on Tuesday 6th January 2026. Location: 200 Crown Street, Glasgow, G5 9AY

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